PeterConnects Attendant collects data on handled and missed calls. This data can be used to produce various reports regarding the performance and workload of the Attendant(s).
The following data is collected:
Log date
Log time
Number of the route point where the call came in
Reception date of the call at the route point
Reception time of the call at the route point
Position in the queue when coming in
Call answer date by an Attendant
Call answer time by an Attendant
Call end date (disconnected by caller)
Call end time (disconnected by caller)
Waiting time in the queue
Directory number of the Attendant
Windows user name of the Attendant
Computer (name) running the Attendant program at the time
Call reception date on the Attendant phone
Call reception time on the Attendant phone
Call start date
Call start time
Call answer date
Call answer time
Call end date
Call end time
Call hold time at the
Attendant (waiting time)
Call connection time with
Attendant (talk time)
Total call time at the Attendant
Caller's phone number
Caller's name
Number called by the caller
Name of the called person
Number of the destination to which the call was forwarded
Call identification (running number)
Only the columns whose value is known will be filled.
Data supplied as SQL database The collected data can be supplied in an SQL database, or in text files that can be directly opened in a spreadsheet program (e.g. MS/Excel). The MS/Excel wizard can be used to easily produce a wide range of statistics.
Reports Portal
Reporting can also been made through a reports portal which is available in most recent PeterConnects-versions (>7.2). 16 reports are available through this reports portal. Based on the available data reports an be easily added:
